Vegas Now Casino - Player's account has been closed.

I played Vegasnow's welcome bonus and i wagered the full wagering amount and won 1 972,5 euros, after completing the wager i requested withdrawal and left it pending overnight. Next day i went to check if the withdrawal had gone any further. I tried to login to my account but it said my account had been banned. Then i reached to their support email to ask why my account is banned and where is the money I withdrawed. They answered to me via email and asked me to send photos of my face, my driving license and bank statement. I sent those to their email and they recieved those. Days went by no update. I, once again reached to them and asked what is the situation and got answered that their team was looking into it. That exchange of emails happened 6th of February, so 16 days ago i got last "information" about the situation. No answer since.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegas Now Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the account closure and the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I am not sure when i created my account but first time i deposited and played their welcome bonus was 30th January. The same day I won the money and put the withdraw pending. Next day 31st January i went to check how the withdraw was going and my account was banned.

I played slots, nothing else.

I will send the interraction with the casino to your email.

Dear tappiukko,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vegas Now Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vegas Now Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi